I am very familiar with the ZenDesk API, having worked with it for over a year. Looking at this doc https://developer.zendesk.com/apps/docs/support-api/ticket_sidebar#ticket-collision-events, I can see that ticket collision events are accessible from within an app within the ZenDesk sidebar. We have an external app which manages our ZenDesk queue using the REST API. We are looking to determine whether a ticket is currently being viewed and set a status based on that.
I pinged support to ask this question and received the following:
As it turns out this endpoint is currently only available within app development, it is not available as a REST API. :(
This is a shame, it would be a great facility to have as it would help provide additional information and context around a ticket and enable more versatile apps for managing and integrating with the ZenDesk queue to be built.
The reply to my email suggested adding this as feedback, so here you go! Would love to see this feature being implemented in the REST API as well :)
All the best!
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